The mediating effect of patient trust on the relationship between service quality and patient satisfaction

Al-hilou, Mais; Suifan, Taghrid

doi:10.1108/ijhcqa-05-2023-0028

Cited by 3 publications

(1 citation statement)

References 52 publications

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“…Firstly, healthcare administrators, providers and policy makers should work on improving tangibles; i.e., the perceived quality of the facilities and professional appearance of the staff. [28] This maybe one of the easiest quality dimensions to address and evaluate. Providing a physical environment that is modern, comfortable, and clean can greatly reduce anxiety lessening the chances that a patient feels dissatisfied with their healthcare service.…”

Section: Implications For Policy Practice and Researchmentioning

confidence: 99%

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Petrovici,

Lassar,

Hertelendy

et al. 2024

JHA

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Objective: Recent increases in per capita income and longevity in Central and Eastern European counties (CEECs), alongside a slow-changing soviet-era public healthcare system, has led to the emergence of private hospitals. This paper investigates the differential patient service quality perceptions for private versus public hospitals, as well as for three types of healthcare services: primary, ambulatory, and inpatient care.Methods: Data from 1,673 patients of private and public hospitals in the capital of Romania were collected in face-to-face interviews. Analysis of covariance and partial-least-squares techniques were used to examine the relationships between perceived service quality, hospital ownership status and the type of health service patients received.Results: Over 70% of women prefer private health facilities to public hospitals (compared to less than 30% of men). While private hospitals rank higher than public hospitals on most attributes, the interaction effect of gender and hospital type reveals that assurance and empathy are the only significant attributes in driving women to private hospitals. (Physical facilities and staff appearance) as well as intangible dimensions of service quality (assurance, responsiveness, reliability, and empathy) have a positive impact on perceived overall service quality of healthcare. Improvements in perceptions of hospital’s tangibles, staff’s responsiveness and empathy have the greatest potential to enhance perceived overall service quality.Conclusions: This paper demonstrates the importance of breaking down health services into various sub-categories both in terms of perceived healthcare attributes and in terms of tangible healthcare facilities, such as public and private hospitals.

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Section: Implications For Policy Practice and Researchmentioning

confidence: 99%

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Petrovici,

Lassar,

Hertelendy

et al. 2024

JHA

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Satisfaction-based patient classification: Improving the quality of healthcare services

Bezerra de Oliveira,

Gonzaga de Albuquerque,

Corrêa de Carvalho

et al. 2024

International Journal of Healthcare Management

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The Impact of Medical Risk Perception on Patient Satisfaction: The Moderating Role of Shared Decision-Making

Zhou,

Chen,

2024

RMHP

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Purpose The perception of medical risks is ubiquitous, influencing patients’ healthcare experiences, yet the “black box” of this influencing process is seldom explored. This study explores the relationship between medical risk perception, trust, and patient satisfaction while taking shared decision-making as a moderator. Methods A stratified random sample of 450 inpatients from a tertiary public hospital in Guangzhou was selected for investigation, from June 2023 to September 2023. A moderated mediation model was tested using the PROCESS program, wherein medical risk perception was linked to patient satisfaction through trust, with shared decision-making acting as the moderating variable. Results Medical risk perception had a significant negative predictive effect on patient satisfaction ( β = −0.383, p < 0.001), and after introducing the mediating variable, the negative predictive effect of medical risk perception on patient satisfaction remained significant ( β = −0.237, p < 0.001). Trust partially mediated the relationship between medical risk perception and patient satisfaction, with the mediating effect accounting for 37.86% of the total effect. The interaction term between medical risk perception and shared decision-making ( β = 0.211, p < 0.001) significantly predicted trust. Conclusion This study confirmed the mediating and moderating effects of trust and shared decision-making on the relationship between medical risk perception and patient satisfaction. The theoretical model constructed based on the theory of information asymmetry provides strategies and methods for healthcare managers to improve the quality of healthcare services and alleviate tensions in doctor-patient relationship.

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The mediating effect of patient trust on the relationship between service quality and patient satisfaction

Cited by 3 publications

References 52 publications

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Patient perceptions of healthcare service quality in Romania: Public versus private hospitals – Implications for developed and developing healthcare systems

Satisfaction-based patient classification: Improving the quality of healthcare services

The Impact of Medical Risk Perception on Patient Satisfaction: The Moderating Role of Shared Decision-Making

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